In a recent panel discussion I moderated for @everbridge_emea covering crisis management and crisis communications. The debate considered the impact of recent high profile operational incidents, terrorism and cyberattacks and how organisations could best prepare and respond to the ever changing risk and threat landscape.
A number of aspects came to the fore,
1. Sponsorship - Senior executive engagement and buy-in is critical to a crisis program.
2. Definition - Defining crisis, what it means and how the organisation will respond.
3. Training - Train people, crisis leadership is not innate, most have tried to avoided crises.
4. Leadership - With ownership and humanity, communications (internally AND externally).
5. Clarity - is critical assigning roles and responsibility key to success.
6. Assess crisis - Situation, Information, Thoughts, Actions, Communication.
7. Protect - People, brand and reputation.
8. Respond - Consistently and at the speed of the incident, not the speed of the organisation.
9. Recover - As quickly as possible in line with recovery time objectives.
10. Debrief - Debrief and improve ready for next time.
These aspects are inline with a survey by CRJ, which stated -
46% of respondents identified lack of senior management buy-in and support as the biggest challenge to effectively preparing their organisation for a crisis.
Of those companies who had organised a crisis exercise in the last 12 months, 45% had not been able to involve the CEO, 51% had not involved legal or finance, 59% had not involved Board and Non-Executive Directors.
They are also aligned with the now all too familiar crisis responses by major airlines in recent months...
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